December, 15 2010
They say that bad news travels fast. Well that statement couldn’t carry more meaning than in the world of social media. Now, if a caller has long wait on hold times, and adding fuel to the fire bad music on hold and a poor caller experience, in a mere few seconds, they hop on facebook or other social media sites and post a negative comment about your brand which can be viewed instantly by hundreds or thousands of people, and have devastating consequences for your brand. Here is a quick example of people posting negative about a negative on hold experience when waiting on hold for both AT&T and Verizon.
The business landscape has changed! In fact, according to Mintel, the market intelligence agency, here is a recent release of their predictions for trends in consumer behavior in 2011.
‘In 2011, brands may need to get more creative to lure in consumers into store by offering more than just retail and be a venue, not just a shop. Service may extend into advice and demonstrations, while exclusivity and environment may also be key aspects to engage consumers with real life, not virtual, shopping experiences.’
Real, memoreable experiences. That’s what it all comes down to at the end of the day. And it’s ironic that something so simple seems to be so difficult to achieve.
On hold messaging is more than just lip service! By its sheer being, it is a business tool designed for the enhancement of your brand. It enhances sales opportunities for your brand by telling valuable prospects and customers about your offerings. Your on hold message also acts as a public relations department by keeping callers informed and interested about the latest happenings with your brand, and it also assists in the overall customer service experience by retaining callers, and reducing perceived hold times and frustration.